Experience

• 

  IRIS Software Group

  • United Kingdom
  • Software Development
  • 700 & Above Employee

  • Senior Revenue Operations Analyst

    • Aug 2021 - Present

  • Sales Operations Analyst

    • Aug 2019 - Aug 2021

    Producing pipeline reports, other ad-hoc reports and weekly Power BI performance pack and dashboard, drawing in data from numerous disparate sources and manipulating it into a single standard output. Analysing results and providing strategic insights to the Senior Executive and Sales Managers to drive effective decision making. Preparation of data for campaigns, ensuring it is processed in accordance with GDPR principles. Undertaking regular data cleanse activities and updating our master customer and product databases.

• 

  Highways England

  • United States
  • Government Administration
  • 700 & Above Employee

  • Analyst, Senior Administrator, Contract and Performance

    • May 2016 - Aug 2019

    Carrying out detailed analysis of supplier invoice transactions. Identifying errors, trends and items of non-compliance with contract terms and conditions. Numerous administration tasks to support the team with supplier auditing and risk management. Managed the unit’s digital documentation storage system, updating this periodically and training others where required.

  • Executive Officer

    • Nov 2014 - May 2016

    Support the Programme Office in managing a budget of £130million for 1400 strategic road schemes by carrying out final account checking, invoice checking and production of monthly reports and ad-hoc management information.

• 

  Royal Bank of Scotland

  • Business Support Analyst

    • 2010 - 2014

    Supported users across several geographical locations by creating effective process documentation, enabling them to comply with regulatory requirements, train staff effectively and deliver consistent levels of service to their customers.Collaborated with stakeholders to ensure work submissions were of the correct quality, providing support and guidance to ensure best practice was being followed and any issues were resolved.Managed fortnightly web publication activities for approximately 12,000 on-line process diagrams, carrying out and allocating tasks as appropriate, to ensure all updated documentation was correctly published into the live environment.Managed team mailbox, ensuring up to 25 e-mail work requests a day were turned around within a 24 hour service level agreement. Ensured all work was booked in and time slots correctly allocated to make optimum use of our resources.Demonstrated flexibility by picking up urgent customer documentation change requests whilst already having a full workload. Displayed willingness to support and put in the extra time to accommodate. Reprioritised other activities and ensured customer needs met.Planned and delivered software and modelling theory training sessions, tailoring these to individual requirements. Provided ongoing support and monitoring afterwards to validate the effectiveness of the training and ensure learnings were embedded. Managed a number of documentation projects to support the introduction of new work streams and processes within Ulster Bank Ireland and our offices in India. Collaborated with stakeholders to plan activities, agree timelines, escalate issues and agree solutions, ensuring that a number of key projects were successfully delivered on time.Collated monthly web hit stats, ensuring figures were accurate and correctly logged on the performance tracker. Built 45 reports in Google Analytics to automate the task of extracting the data.Managed business continuity/call cascade details.

  • Risk and Control Officer

    • 2009 - 2010

    Ensured a robust risk management culture was in place by carrying out ‘Are You In Control’ testing across all the Outward Payments teams, logging, analysing and reporting results.Monitored error trends and ensured effective action plans were drawn up. Collaborated with Team Managers to ensure these were actioned within set timescales. Delivered ad-hoc communications to the teams to promote greater risk awareness.

  • Technical Specialist

    • 2005 - 2009

    Working within both Inward and Outward Payments, acted as a technical point of reference to colleagues, providing additional coaching where needed to improve capability and performance on the team.Deputised for the Team Manager where necessary, running daily meetings, dealing with staff administration tasks, attending management meetings and co-ordinating continuous improvement activities on the team.Drove a number of continuous improvement activities. Facilitated ‘root cause problem solving’ sessions using Lean (Six Sigma) tools to implement solutions which increased efficiency by 20%.

  • Team Leader, Inward Payments

    • 2003 - 2005

    Managed a team of 12 staff, processing high volumes of CHAPS payments and achieving an average daily productivity score of 114.5% against targets set. Monitored work volumes and made hourly decisions on a daily basis, juggling resource around the wider team to ensure everyone remained fully productive.Ran daily team huddles, carried out regular staff performance reviews and provided a number of development opportunities to team members. This resulted in 3 of them developing the necessary skills to help them achieve promotions within the unit.

  • Team Leader Reconciliations

    • 2002 - 2003

    Managed a small team of 3 people, keying general ledger and suspense accounting entries. Carried out daily reconciliations of general ledger and suspense accounts, ensuring the necessary procedures were followed for investigation and reporting of outstanding entries.

• 

  National Westminster Bank

  • Manchester, United Kingdom

  • Clerical Officer

    • 1978 - 2002
    • Manchester, United Kingdom

    Undertook a number of non-managerial/supervisory roles as follows:Correspondence/Investigations Officer: Managing general customer enquiries and complaints.Payments Officer: Processing international payments onto customer accounts. Cash Centre Administration Officer: Preparing order/remittance sheets. Balancing cash stocks.Cash Centre Clerical Officer: Preparing note and coin cash orders and handling receipts.